Overview
This session will highlight the role of knowledge management through both lenses of optimizing self-service experiences and boosting agent productivity. We’ll show how and why using smart, AI-infused knowledge management optimizes self-service content, making it easier for customers to help themselves and for businesses to detect relevance of content to their customers. We’ll also show how the same smart knowledge management boosts agent productivity with real-time agent guidance with relevant content. Last, we’ll demonstrate how using smart knowledge management allows businesses to adapt to changing customer journeys.